Published by admin on 19 Jul 2008 at 07:56 am
Case Studies
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IBM/FileNEt – Customer Satisfaction Without Compromise
FileNet ECM products are designed to deliver a broad set of capabilities that integrate with existing information systems to provide cost-effective solutions that solve real-world business problems. Since the company’s founding in 1982, more than 4,000 organizations, including more than three quarters of the FORTUNE 100, have taken advantage of FileNet solutions for help in managing their mission-critical content and processes.
View/Download [pdf, 210 KB]Customer Spotlight @ Harland Financial Solutions
One of Harland Financial Solutions’ support centers, located in Pleasanton, CA, has approximately 75 training, implementation, and customer support staff – 35 of those are customer support representatives (CSRs). Additionally, their card services and field engineering groups are situated there, making Pleasanton a hub for Harland Financial Solutions’ core system support operations.
DoubleClick Doubles its Competitive Edge with SCP Standards @ Google/DoubleClick
DoubleClick provides technology and services that empower marketers, agencies, and Web publishers to work together successfully. Since 1996, DoubleClick has empowered the original thinkers and leaders in the digital advertising industry to deliver on the promise of the rich possibilities of this medium. Today, the company’s DART and Performics divisions power the online advertising marketplace.
EMC/Legato – Focus on the Customer
EMC Corporation acquired Legato Systems in October 2003. EMC Corporation is a world leader in products, services, and solutions for information storage and management that help organizations extract the maximum value from their information, at the lowest total cost, across every point in the information lifecycle.
Cognos – Driving Global Support Consistency
Cognos is the world leader in business intelligence (BI) and performance planning software for the enterprise. Their solutions let companies improve and direct corporate performance by enabling all of the key steps in the management cycle-from planning and budgeting, to measuring and monitoring performance, to reporting and analysis.
Oracle/J.D. Edwards’ Commitment to Customer Service
J.D. Edwards’ enterprise software, consulting, education, and support enables customers to get the maximum return on their technology investments. The software solutions enable customers to integrate all aspects of their businesses.
HP/NonStop – Knowledge Centered Support (KCS) At Work
The HP NonStop Customer Support organization is an essential part of the brand promise: they keep their customers’ mission critical hardware and software systems running, nonstop, all around the world.
EMC/Legato – Knowledge Centered Support (KCS) At Work
EMC’s Legato is a leading provider of information management software. Standing behind its information access, information availability, and information protection solutions for complex and heterogeneous storage environments, Legato is held in a special position of trust by its customers, who are, in effect, buying peace of mind.
McKesson Raises Bar on Healthcare Support Quality
McKesson Corporation is a $50-billion, Fortune 31 company and a leader in providing innovative solutions in supply, information and care management to the healthcare industry. McKesson has turned to the Service Capability & Performance (SCP) Standards to provide consistent best practices across its support centers for delivering world-class support to its customers.
SCP Certification Leads to Significant Productivity and Performance Improvements @ Reynolds & Reynolds
Reynolds and Reynolds aggressively drives the worldwide transformation of automotive retailing to create a positive purchase experience for the consumer, while also helping dealers and manufacturers get closer to the consumer and eliminate excess cost and operational inefficiencies. Deep market knowledge and capabilities enable Reynolds and Reynolds to provide innovative, customer-driven products and services that bring retailers, car companies, and consumers together into an efficient and exciting retailing experience.
SCP Professional Service Standard Drives Customer Focus and Delivery Efficiencies @ IBM/FileNet
FileNet, an IBM Corporation, helps organizations make better decisions by managing the content and processes that drive their business. FileNet’s ECM solutions allow customers to build and sustain competitive advantage by managing content throughout their organizations, automating and streamlining their business processes, and providing a spectrum of connectivity needed to simplify their critical and everyday decision making.
Nokia – SCP Support Service Standard Drives Customer Focus and Delivery Efficiencies
Nokia Internet Communications provides world-class network security, virtual private network, and Internet traffic management (ITM) solutions that ensure the security and reliability of corporate enterprise and managed service provider networks. Nokia is committed to enhancing the end user experience by bringing a new level of security and reliability to the network, enabling an Internet transaction that is personal and trusted—each and every time.
SCP Support Standard Provides Roadmap to Customer Success @ Vision Solutions
Vision Solutions embraced the Service Capability & Performance (SCP) Support Standard methodology with the goal of improving and measuring customer satisfaction. The comprehensive SCP Standard established a foundation that helps them build quality processes and provides a focus on measurable results. Adopting the SCP Support Standard and maintaining their SCP Certification demonstrates Vision Solutions’ continued commitment to high performance service and support.
Support Manager Course Reaches Global Milestone @ Service Strategies
In November 2006, the 1000th student earned Certified Support Manager (CSM) credentials by successfully completing Service Strategies’ industry-leading Support Manager course. The road to the 1000th graduate started with the inaugural class in January 2002, and the ranks of managers who have completed the course represent some of the most successful and recognizable technology companies in the world, including Bea, Dell Computers, EMC, GE Healthcare, HP, Lockheed Martin, McKesson, Mentor Graphics, NCR, Nokia, Rockwell Automation, Sage Software, Symantec, and Xerox to name just a few.
Wind River – Taking Support to the Next Level
Wind River’s customers face many challenges: rapidly shrinking product life cycles, increasing pressure to reduce project time-lines, and dwindling profit margins. At the same time, the move to unfamiliar open-source technologies, such as Linux and Eclipse, makes it increasingly harder to keep up with the latest standards. Customers need a higher level of support to succeed in a rapidly evolving marketplace.
Network Appliance – Transformational Change at NetApp Global Support
NetApp Global Services (NGS) faced a challenge that many companies would relish – responding to an accelerated expansion of their global customer base driven by the high demand for the company’s products. NetApp’s Global Support organization is tasked with contributing to customer success by providing highly responsive systems, processes, and people wherever they are needed to ensure continuous operations in complex and critical environments.
Best Software – Using Support Center Practices Certification as a Roadmap
Growth-oriented small businesses that view their accounting as essential to making better business decisions continue to choose Best Software for its trusted management tools.